I am new to Spiceworks, and I am really enjoying playing with all the bells and whistles. After doing some configuration changes for my new job position, I found out the helpdesk emails are no longer auto generating tickets in Spiceworks. I am receiving the emails in my outlook, but it seems Spiceworks is not receiving the emails now.

I checked the email setup within the Spiceworks settings, and even went over the exchange server outgoing mail settings and I am stumped. Can someone please provide me with some additional ideas to troubleshoot this issue? I am hoping this is a minor issue of something I overlooked, but you never know.

11 Replies

Just to confirm - you have a seperate email account for your spiceworks correct? When you stated you see them in your outlook I am wondering if you are getting the emails and not the spiceworks account.

Just to confirm - you have a seperate email account for your spiceworks correct? When you stated you see them in your outlook I am wondering if you are getting the emails and not the spiceworks account.

+1. However, I do have Mac Mail set up to check my SW email, just in case something happens to SW. If I start seeing new mail stack up in that account, I know I have a problem.

From the sound of it, maybe I am confusing myself. I have an email account on my employers exchange server, and I used that email to sign into Spiceworks. I do not have a different account in Spiceworks.

The account was already created and the ticket generating system worked fine until I added my information and email to take over the account and position. I hope that clarifies the situation a bit. There is only one email account being used.

After thinking about it, I guess that is wrong. Emails are sent to the HELPDESK email account which should be picked up my Spiceworks, a ticket should be generated, and then an email should be sent to my email with the ticket information. I am receiving HELPDESK emails that users are submitting, it just seems the ticket creation is being missed or skipped now. That's the issue I am having.

Our installation uses a separate mailbox exclusively for Spiceworks. The IT group also has an email that we forward to the Spiceworks account (it just makes things easier for our users to keep sending stuff to IT). That sounds like what you're doing, so you should be good.

Are you the only one with access to the Spiceworks settings? If not, you may want to double check and make sure that no one was in there playing around.

What was the resolution? ..I have been having a very similar problem where some messages came through spiceworks and some went directly to the outside email. I'm hoping it isn't fairy dust because our budget got whacked pretty good recently.

The issue with mine was a mis configuration within exchange, not Spiceworks. Funny, I remember who did it, how, and why it happened, but I didn't think it would cause an issue. Under the delivery options for a user there is a check box for forwarding emails Well if you forward the email and don't check the box, it only sends ONE email to the forward address. you have to check the box to make sure the emails are still being sent to Spiceworks for the ticket generation. I doubt this is the same issue you're having, and I'm sorry I cant be more help but I wish you the best of luck!